Nspira Management Services - Customer Engagement Role

Title: Customer Engagement

Location: Hyderabad

Age: 30-40

Role: Can be full time / contract / freelance. Minimum 3 months till desired results are seen

We are a B2C ed-tech product company with 100s of callers (teachers call parents for various reasons - retention, renewal of admission, fees follow up, to give updates, to share student progress etc.)

We are looking at a person who can understand the business requirement, create a customer engagement framework, setup systems and processes, train the teachers (callers) and improve customer engagement metrics over a period of time.

Key responsibilities:

- Understand the need for customer engagement and service

- Define the process to improve customer engagement

- Develop a framework

- Align the teachers / tele-callers and train them

- Streamline the engagement process

- Develop metrics to track the progress

- Improve customer engagement and retention metrics

Qualifications:

- Atleast 5+ years experience in customer service or customer engagement roles

- Should have handled atleast a 50+ member calling/service team

- Should be technically sound to use CRM to track the data

- Experience in education industry, BPO, B2C product companies is preferred